Customer loyalty is a reflection of market liberalisation and the clients’ rising awareness. Consequently, we have taken measures to protect our own client base against actions taken by the competition, including the introduction of loyal customer agreements. 95% of the agreements with the TAURON Group’s corporate segment’s clients are individually negotiated.

In 2015, TAURON Sprzedaż offered electricity and gas to the corporate segment.

In 2015, TAURON Sprzedaż offered electricity and gas to the corporate segment. Because it has sophisticated clients who are highly familiar with the energy market, TAURON Sprzedaż focused on client retention. In particular, it endeavoured to build client loyalty. Special attention was paid to satisfying client needs and expectations to the highest degree possible through an array of tailor-made products linked to electricity consumption, including environmental products, special offers and sales and service bundles.

The TAURON Gaz Giełda (TAURON Gas Exchange) product was launched at the time of commencing gas sales. It references the market prices derived from the Polish Power Exchange Forward Market indices. Moreover, to intensify electricity and gas contracting, the TAURON Multipakiet (TAURON Multipackage) product was launched in June to allow clients to buy both fuels under single negotiations.

In 2015, the migration of mass segment clients (individual clients and small and medium-sized enterprises) from tariffs to products continued.

At the end of 2015, the TAURON Group sold energy to approximately 29% of its clients in this segment under agreements with guaranteed trade terms and conditions in a defined period (loyalty agreements) while 71% of its clients bought energy at tariff prices. The key element of the trade offer for mass clients in 2015 was a product bundle called Elektryk 24H (Electrician 24 hours a day) offering an electrician’s assistance. More than 380 thousand clients used this service. Another assistance product called Serwisant 24H (Serviceman 24 hours a day) was also launched. Some 25 thousand clients used this service.

In the “TAURON means more than electricity” campaign, in 2015 TAURON Sprzedaż sold gas to mass market clients. These products also form the basis of the offer in 2016. Consumer law amendments exerted a significant impact on how sales and service processes were organised in 2015. All sales efforts in 2015 were conducted with the intention of defending sales margins and building a foothold to sell other services and additional products in subsequent years.